Gorgias vs Re:amaze 2026: Best Help Desk for Ecommerce?

Shopify integration depth: where Gorgias wins

Gorgias was built specifically for Shopify support. When a ticket arrives, the agent sees the customer's full Shopify order history, current order status, past returns, loyalty points, and subscription status in the sidebar, without leaving the ticket. Agents can issue refunds, cancel orders, add discount codes, and modify subscriptions directly from the Gorgias interface via Shopify's API.

This is not a generic integration. Gorgias has pre-built macros for the most common Shopify support scenarios ("your order shipped," "your return has been processed") that auto-populate with live order data. An agent handling 50 tickets per day saves significant time compared to switching between a help desk and the Shopify admin.

Re:amaze also integrates with Shopify and the integration is useful, but it is not as deep. Order lookup is available in the sidebar, but in-ticket actions (refund, cancel, modify) are more limited. For a store where the majority of support volume is order-related, the Gorgias integration advantage is material.

Pricing model: per ticket vs per agent

Gorgias prices by ticket volume, not by seat. The Starter plan at $10/month covers 50 tickets per month. Basic at $60/month covers 300 tickets. Pro at $360/month covers 2,000 tickets. Additional tickets are charged at $0.40 each. This model means costs scale directly with support volume rather than team size.

Re:amaze prices per agent per month: Starter at $29/agent/month, Pro at $49/agent/month, Plus at $69/agent/month. For a 3-person support team, that is $87–$207/month regardless of ticket volume.

The break-even math: a 2-person team on Re:amaze Starter pays $58/month for unlimited tickets. On Gorgias, 2 agents on Basic costs $60/month for 300 tickets. Above 300 tickets per month with a small team, Re:amaze becomes meaningfully cheaper. During high-volume periods like Black Friday, Gorgias per-ticket costs can spike significantly.

Live chat and multi-channel support

Re:amaze has a stronger live chat product. Its chat widget is more customizable, it includes a built-in chatbot builder for automated FAQ responses, and it handles chat conversations with better queue visibility for teams managing multiple concurrent chats.

Gorgias has live chat, but its core strength is asynchronous support channels, email, social, SMS. Many Gorgias customers use it primarily for email and social, and use a separate live chat tool or let Gorgias chat handle lower-priority conversations.

If live chat is your primary support channel, common for stores with high-value products or complex configuration questions, Re:amaze is the better fit. If email is primary with chat as secondary, Gorgias is likely better given the Shopify integration depth on the email side.

How to decide

Choose Gorgias if you are Shopify-first, your support team handles high volumes of order-related tickets, and you want agents to take Shopify actions without leaving the help desk. The Shopify integration ROI is real for stores where the majority of tickets are "where is my order" and "I want to return this."

Choose Re:amaze if your store runs on multiple platforms, live chat is a primary channel, you are price-sensitive with a small team handling high volume, or you need a more flexible chatbot and self-service portal at a predictable monthly cost.

For a broader view of Gorgias competitors, see our Gorgias alternatives guide.

Frequently asked questions

Which has the higher G2 rating, Gorgias or Re:amaze? Gorgias holds around 4.7/5 from over 1,200 G2 reviewers, while Re:amaze holds around 4.5/5 with roughly 300 reviews. Gorgias's larger review base is itself informative, reflecting wider adoption among Shopify-first stores.

Is Gorgias or Re:amaze cheaper for a small team? It depends on ticket volume, not just seats. Re:amaze prices per agent starting at $29/agent/month with unlimited tickets, while Gorgias prices by ticket volume with unlimited agents (Basic at $60/month for 300 tickets). A small team with high ticket volume often does better on Re:amaze; a larger team with moderate ticket volume often does better on Gorgias.

Which tool is easier to set up, Gorgias or Re:amaze? Reviewers on G2 note Re:amaze is easier to set up and administer, while Gorgias is often considered easier to use day-to-day once configured, particularly for agents working Shopify order questions.

Does Re:amaze have as deep a Shopify integration as Gorgias? No. Re:amaze shows order lookup in the sidebar, but in-ticket actions like issuing refunds or modifying subscriptions are more limited than Gorgias, which was purpose-built around the Shopify API for exactly those actions.

What happens to Gorgias costs during a sales spike like Black Friday? Ticket overage charges apply once you exceed your plan's monthly ticket cap, roughly $0.36-0.40 per additional ticket. Many merchants temporarily upgrade to the next tier before a known spike since it is often cheaper than paying overage on the lower tier.

Is Re:amaze or Gorgias better for live chat? Re:amaze, generally. It has a more customizable chat widget and a built-in chatbot builder for automated FAQ responses with better queue visibility for concurrent chats, while Gorgias's core strength remains asynchronous channels like email and social.